At a Glance
- Tasks: Lead a dynamic team to deliver top-notch tech support for England Rugby.
- Company: Join the RFU and be part of enriching lives through rugby.
- Benefits: Enjoy a competitive salary, flexible working, and career growth opportunities.
- Other info: Be part of a vibrant culture that values teamwork and respect.
- Why this job: Make a real impact in sports tech while supporting a passionate community.
- Qualifications: Experience in service desk management and strong leadership skills required.
The predicted salary is between 55000 - 55000 £ per year.
Working at the RFU means being part of the ‘bigger picture’ at England Rugby: to be rooted in our purpose, which is to enrich lives, introduce more people to rugby union & develop the sport for future generations. If our purpose resonates with you, and you recognise the value that sport can bring to people’s lives, we’d love to work with you.
An opportunity has arisen for a Technology Support Manager to join our Digital Technology team, leading the delivery of a high-quality, customer-focused support service across the RFU. This is a hands‑on leadership role where you’ll oversee day‑to‑day service operations, support and develop a team, and ensure our technology services run smoothly to support everything from matchdays to day‑to‑day business activities.
The Rugby Football Union (RFU) is seeking a technically capable and detail‑oriented Technology Support Manager to support the Service Delivery team, playing a key role in delivering a high quality, customer focused and process driven technology support service across the RFU. As a hands‑on leader, the role oversees day to day service operations, ensuring that core processes run smoothly, SLAs are met, and that end users consistently receive an excellent service experience.
Some key responsibilities include:
- Line management responsibility for the Service Team (recruitment, performance, development, wellbeing and day‑to‑day leadership)
- Run the day‑to‑day operation of the Service Desk, including ticket management
- Proactively monitor, chase and re‑prioritise tickets to meet SLAs
- Manage and oversee Level 1 and Level 2 support activities
- Lead incident response and management activities
- Ensure alignment to a service management framework (i.e. ITIL)
- Report on KPIs including SLAs and team performance data to management
- Maintain the hardware inventory and knowledge base
- Work with internal and third‑party teams to drive ticket resolution
- Develop, maintain and embed policies, standards, processes and procedures
- Demonstrate strong organisational skills, planning and coordination
- Supplier management: coordinate third‑party support
- Event day support responsibilities
- Actively collaborate with colleagues to contribute to the development and delivery of the current strategic, business and operational plans
- Act as an ambassador for, and promote the best interests of the RFU
Qualifications, Skills & Experience:
- Demonstrable experience leading a service desk / support function
- People leadership experience (line management)
- Strong stakeholder management skills
- Working knowledge of ITIL practices
- Experience using an ITSM / service desk tool
- Ability to lead incident response
- Strong organisational skills
- Experience working with third‑party suppliers
- Proven line management experience
- Committed to embodying the ethos of our culture
- Relevant Microsoft certification (e.g. MCP) or equivalent
- Experience with Microsoft Intune / endpoint management
- Experience supporting Microsoft 365 services
- Experience operating an organisation‑wide CAB / change governance process
We want you to have every opportunity to demonstrate your skills, ability and potential. If there is anything we could do to support you through your application or to provide the best environment for your interviews, including assistance or adjustment, please reach out to recruitment.
Technology Support Manager employer: England Rugby
Joining the RFU as a Technology Support Manager means becoming part of a passionate team dedicated to enriching lives through rugby. Located at the Allianz Stadium, you will enjoy a supportive work culture that prioritises employee development and well-being, alongside the unique opportunity to contribute to the future of the sport. With a focus on service excellence and continuous improvement, this role offers a fulfilling career path in a dynamic environment where your contributions truly matter.
StudySmarter Expert Advice🤫
We think this is how you could land Technology Support Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at RFU or similar organisations. A friendly chat can open doors and give you insider info on the role.
✨Tip Number 2
Prepare for the interview by researching RFU's values and recent projects. Show us how your experience aligns with their mission to enrich lives through rugby. Tailor your answers to reflect their culture!
✨Tip Number 3
Practice your leadership stories! We want to hear about times you've successfully managed a team or resolved conflicts. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression. It shows your enthusiasm for the role and keeps you fresh in their minds.
We think you need these skills to ace Technology Support Manager
Some tips for your application 🫡
Be Yourself:When you're filling out your application, let your personality shine through! We want to get to know the real you, so don’t hold back on sharing your unique experiences and perspectives.
Tailor Your CV:Make sure your CV is tailored to the Technology Support Manager role. Highlight relevant experience, especially in service desk management and customer support, to show us why you're the perfect fit for our team.
Follow the Guidelines:Remember to submit an anonymised CV without personal details. This helps us focus on your skills and experience without bias. It’s a simple step that makes a big difference!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, it shows you’re keen to join the RFU family!
How to prepare for a job interview at England Rugby
✨Know Your Tech Inside Out
As a Technology Support Manager, you'll need to demonstrate your technical knowledge during the interview. Brush up on ITIL practices and be ready to discuss how you've applied service management processes in previous roles. This will show that you can lead the team effectively and ensure smooth operations.
✨Showcase Your Leadership Skills
This role involves managing a support team, so be prepared to share examples of your people leadership experience. Talk about how you've coached team members, managed performance, and fostered a culture of accountability. Highlighting your ability to develop talent will resonate well with the interviewers.
✨Emphasise Customer-Centric Approach
The RFU values a customer-focused service, so make sure to illustrate how you've prioritised user experience in past roles. Share specific instances where you improved service delivery or resolved issues efficiently, demonstrating your commitment to providing an excellent support experience.
✨Align with RFU's Values
Familiarise yourself with the RFU's core values: Put The Team First, Shape The Future, Respect Each Other. During the interview, weave these values into your responses to show that you're not just a fit for the role, but also for the organisation's culture. This will help you stand out as a candidate who truly resonates with their mission.
